Email: [email protected]

Customer Support & Escalations Skilled

About The Role Dezy is hiring a Customer Support & Escalations Professional to own the end-to-end coordination and resolution of treatment-related queries and escalations.

This role sits at the intersection of patients, doctors, clinic teams, and the aligner manufacturing team , ensuring that braces and aligner treatments move smoothly from treatment planning through delivery and execution.

The role will also own specialist rostering across clinics , ensuring the right doctors are available at the right locations and that roster changes are managed seamlessly.

Why This Role Is Different

- Own the customer experience for orthodontic treatments across the entire treatment journey, from treatment not started to active treatment.
- Work closely with specialists, clinic teams, and the aligner manufacturing team to ensure timely treatment delivery.
- Act as the key point of coordination for aligner and braces treatment execution.
- Identify operational bottlenecks and drive them to closure.
- Handle and resolve orthodontic customer escalations with robust ownership and structured follow-up.
- Own specialist rostering across clinics, including doctor movement and roster changes between locations.
- Work in a fast-paced, technology-enabled environment with a direct impact on patient experience and treatment outcomes.

Requirements

- BDS/MDS preferred, but not mandatory.
- 1–4 years of experience in dental operations, treatment coordination, customer support, or a similar healthcare role.
- Excellent communication and stakeholder-management skills.
- Strong problem-solving and escalation-management abilities.




- Comfortable coordinating simultaneously with doctors, clinic teams, manufacturing teams, and customers.
- Strong attention to detail and ability to manage multiple cases and operational priorities.
- Comfortable working with SOPs, digital workflows, dashboards, and performance metrics.

Key Responsibilities
- Customer Support
- Own and resolve customer queries related to orthodontic treatments.
- Handle cases where treatment has not yet started as well as cases involving active treatment.
- Ensure customers receive timely updates and clear communication throughout the treatment journey.
- Treatment Delivery Coordination
- Coordinate between specialists, clinic teams, and the manufacturing team.
- Ensure timely treatment planning, manufacturing, delivery, and execution of aligner and braces treatments.
- Identify delays or bottlenecks and proactively drive resolution.
- Escalation Management
- Identify, track, and resolve customer and treatment-related escalations.
- Ensure timely closure of escalations with proper follow-up.
- Maintain proactive communication with all relevant stakeholders.
- Doctor & Specialist Coordination
- Work closely with orthodontists and specialists to ensure treatment-related requirements are completed on time.
- Coordinate appointments, treatment requirements, deliveries, and follow-ups.




- Ensure smooth communication between doctors and clinic teams.
- Specialist Rostering
- Own the specialist roster across clinics.
- Ensure adequate doctor availability based on treatment requirements and clinic demand.
- Manage doctor movement and roster changes between locations.
- Ensure roster adherence and minimize treatment disruptions caused by availability gaps.
- Cross-functional Coordination
- Collaborate with clinic operations, specialists, manufacturing, customer support, and other internal teams.
- Ensure seamless coordination across teams for timely treatment delivery and resolution of operational issues.
- Process & SOP Adherence
- Ensure orthodontic treatment coordination and escalation handling follows defined SOPs and service standards.
- Identify process gaps and contribute to improving workflows and operational efficiency.
- Reporting & Performance Management
- Track open cases, escalations, treatment delays, roster adherence, and resolution timelines.
- Maintain accurate operational data and dashboards.
- Use performance metrics to identify recurring issues and improve overall treatment operations.

What Success Looks Like
- Faster resolution of customer and treatment-related escalations.
- Minimal treatment delays caused by coordination gaps.
- Smooth coordination between patients, doctors, clinics, and manufacturing teams.
- High adherence to specialist rosters and clinic requirements.
- Improved customer experience throughout the orthodontic treatment journey.
- Strong visibility and control over open cases, escalations, and treatment timelines.

Contact: [email protected]

📌 Customer Support & Escalations Manager (Bangalore East)
🏢 Dezy (Smiles.ai) - Dental, made easy.
📍 Bangalore East